Technical Support and Warranty Specialist I

2 weeks ago

Carlsbad, United States Fluidra North America Full time
Job Overview

Are you passionate about delivering exceptional customer service? Do you enjoy solving technical challenges and thrive in a dynamic environment? As a Technical Support and Warranty Specialist I at Fluidra North America, you will play a vital role in assisting customers across the nation, providing high-quality support for a diverse range of technical products through various communication channels including phone, email, and chat. Our organization is dedicated to surpassing customer expectations, and this position collaborates closely with our Loyalty Program and Customer for Life teams to ensure a comprehensive customer service experience.

Key Responsibilities

In this role, you will:

  • Offer troubleshooting and installation guidance, warranty assistance, and general customer support via phone, email, and chat in line with our service protocols.
  • Complete Tier 1 product training to assist pool owners with technical inquiries regarding our products.
  • Document all customer interactions meticulously and manage orders for replacement parts as needed.
  • Support pool owners with inquiries related to troubleshooting, installation, warranty processes, and other related programs.
  • Thoroughly evaluate non-warranty accommodations and, when necessary, process accommodations for customers while monitoring discretionary spending.
  • Review and authorize warranty service requests from independent service providers.
  • Participate in technical training sessions to stay updated on product troubleshooting.
  • Collaborate with team members to achieve departmental objectives and goals.
Qualifications

The ideal candidate will possess:

  • A minimum of 2 years of experience in customer service with a positive and friendly demeanor.
  • Typing proficiency of at least 50 words per minute.
  • The ability to thrive in a fast-paced environment and manage multiple tasks effectively.
  • Strong adherence to instructions while also applying sound judgment in assessing warranty claims.
  • At least 6 months of hands-on troubleshooting or repair experience is preferred.
  • Excellent written and verbal communication skills.
  • A technical background in electrical or mechanical fields.
  • Proficiency in Microsoft Office applications.
  • Experience with Oracle EBS is a plus.
  • Familiarity with the Pool and Spa Industry is advantageous.
  • Previous call center experience is beneficial.
Education

A high school diploma or equivalent is required.

Benefits

We offer an exciting opportunity to advance your career with a competitive total rewards package that includes:

  • A 9/80 work schedule (every other Friday off).
  • Comprehensive health benefits including medical, dental, and vision coverage, as well as short and long-term disability.
  • 11 paid holidays.
  • 2 weeks of paid vacation.
  • 401(K) matching program.
  • Health and wellness initiatives, including gym reimbursement.
  • Educational assistance up to $7,000 annually.
  • On-site amenities including a self-service café and complimentary gourmet coffee.
  • Company-sponsored events and activities.
  • Access to recreational facilities including a gym, ping-pong, foosball, outdoor bocce ball court, BBQ, and firepit.
  • Generous discounts on products.
About Fluidra

Fluidra is a publicly traded company dedicated to developing innovative products, services, and IoT solutions for the residential, commercial, and wellness pool markets worldwide. With operations in over 45 countries and a workforce of more than 7,000 employees, we own a portfolio of some of the industry's most recognized brands, including Polaris, Jandy, CMP, S.R. Smith, and Zodiac. Our mission is to create the ideal pool and wellness experience responsibly, guided by principles of passion for success, honesty, collaboration, teamwork, adaptability, excellence, and innovation.

Fluidra is an equal opportunity employer, committed to fostering an inclusive workplace. We encourage applications from all qualified candidates, regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

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